Aditya is also the General Manager of Hawthorn Suites by Wyndham , Promoted by Nebula Group of Companies and  Managed by Nile Hospitality

Editor: Tell us about your journey. How did it all start?

I completed my graduation in Commerce at St Xavier’s College Calcutta and walked in one day into a campus interview for selection of Management Trainees for Oberoi Hotels … it was purely by chance as I happened to see the notice and presented myself for the group discussion.

I was active in theatre, debates and other cultural activities in college and initially wanted to assess myself in the group discussion.

One success led to another until  I was shortlisted to the final round in Delhi where I was interviewed by Mr PRS Oberoi and a panel of seasoned hoteliers. My initial curiosity gradually led to a determination to be a part of people in service, and I was convinced to pursue a career in hotels. I always fancied people who were immaculately groomed, professionally mannered, courteous and very committed. Oberoi Hotels offered me a career and as a Management Trainee I could earn while I learn, besides the atmosphere was glamourous and well-conditioned which excited me.

Editor: What do you think it takes to succeed in this industry? 

Hard work, Willingness, Perseverance, Open-mindedness and a bit of luck. One needs to be prepared to work long hours, be on-call, be ready to sacrifice and constantly have or cultivate empathy. Passion is a key ingredient for success.

This is a long haul and there are no immediate gains. One has to sustain and continue to evolve with new trends and techniques, learn and teach as one needs to delegate, and ensure there is delivery through personalisation.

Editor: What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do? 

This industry is not only about competency but more about attitude and aptitude. The personality plays a key role, one must be honest and determined, patient and passionate, kind and courteous. It is about leaving a lasting impression – as a colleague and a  team player. 

For me mistakes or failures do not determine a person’s calibre or ability, the desire to move on and start afresh does appeal to me on the commitment and determination of the person.

I look for honesty, the willingness and the ‘fire in the belly’ or hunger in a person not just to succeed individually, but to ensure others too move onward. Hospitality and hotels per se are all about understanding people, dealing with people and delivering through and to people. Facilitated through processes.

Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?

Be humble and respectful – follow a discipline and be available. This is a time to blend, show kindness and fill the gaps if and when required. All with a smile. One surely must be assertive as and when appropriate. The grounding has to be solid, the foundation must be right. This is the time which will bear fruit years later, one must be patient and willing.

 Editor: What are some of the trends you see impacting the hospitality industry?

 Technology and the changing supply/demand matrix.

Social media,  digital space,  reputation management,  online inventory management, Flexi dynamic pricing will all drive the 'new normal 'hotel business. Training and a multifunctional task force is here to stay more predominant than ever before. Outsourced services will see an increase in demand and scope.  Safety and reliability are now forefronts to build reputation and trust. Organisation charts will see flat structures with more centralised control as the new way forward. Voice-enabled technology will see multifold growth...Alexa and the likes have finally arrived!

The constant fluidity in supply and demand implies one must be adaptable to change, be open to new businesses due to different profiles and segments, be creative and innovative, ensure a proper control on business, quality and costs while continuing to drive profitability.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience? 

Digital communication, QR codes, Mobile Apps all leading to a swifter, more seamless, less intrusive delivery of service. Contactless check-in, coded security, digital payments, virtual communication all give rise to more privacy and more space. 

Editor: Two things you would like to change in the industry. 

1>    The attrition factor that prevails -  enhance the loyalty and longevity of team members through realistic human resource practises. Again brings in empathy.

 2>   The mindset that hoteliers have no life … we all have a good and grateful life. It may be private but is well balanced and enriched. 

Editor: What can we expect in the coming year?

The coming 18-24 months are going to be fluid due to inconsistent demand, lack of a solution to preempt COVID 19, realigned protocol and uncertainty about business as a whole. These are exciting times for each one of us in hotels as the pandemic has created an opportunity for us to be creative, smart and swift. The first-mover advantage comes back into play.

The accent is no longer to be utopian but definitely more utilitarian. Trust is the Five Letter word which will determine relationships and business. The times ahead will see a shift from people-driven hospitality to design-driven hospitality where colours, aromas, lighting, ingredients, fixtures, space, furniture, fabric etc will play a larger role in ensuring serenity along with a sense of welcome and belonging. 

“Count on us to put safety first" is a unique specially curated protocol for well being and hygiene by Wyndham Hotels and Resorts where sanitation, cleanliness and hygiene has a new reinforced protocol. Every Team leader is expected to follow this and ensure all team members are trained to implement this for all colleagues, guests and stakeholders.

Hospitality will see a new reality.